Cisco Cisco Unified Contact Center Enterprise 9.0(1) Referências técnicas

Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 9.0(x)

Hardware and System Software Specification

– 2014 Cisco Systems, Inc.

iii

7.4.2

New Deployments and Technology Refresh ...........................................................................28

7.4.3

Common Ground Upgrade ....................................................................................................29

.....................................................................................................................30

.....................................................................31

7.6.1

Unified ICM/Unified CCE Router .........................................................................................31

7.6.2

Unified ICM/Unified CCE Logger .........................................................................................32

7.6.2.1

New Deployments and Technology Refresh ................................................................................... 32

7.6.2.2

Common Ground Upgrade .............................................................................................................. 32

7.6.3

Administration & Data Server ...............................................................................................33

7.6.4

Administration & Data Server – Historical and Detail Data Servers ...................................33

7.6.4.1

New Deployments and Technology Refresh ................................................................................... 34

7.6.4.2

Common Ground Upgrade .............................................................................................................. 35

7.6.5

Administration Client ............................................................................................................36

7.6.6

Internet Script Editor .............................................................................................................36

7.6.7

VRU Peripheral Gateway (PG) .............................................................................................36

7.6.8

Unified Contact Center Gateway ...........................................................................................37

7.6.9

TDM ACD Peripheral Gateway (PG) ...................................................................................37

7.6.9.1

TDM ACD PG ................................................................................................................................ 37

7.6.9.2

Other TDM ACD PG Requirements ............................................................................................... 38

7.6.10

Unified ICM/CCE SS7 Network Interface Option.............................................................39

7.6.11

CTI OS Server ...................................................................................................................39

7.6.12

Silent Monitor Service for CTI OS ....................................................................................40

7.6.12.1

Silent Monitor Server ................................................................................................................. 40

7.6.12.2

Silent Monitor Service for Unified CC Toolkit .......................................................................... 40

7.6.13

Citrix MetaFrame Presentation Server .............................................................................40

7.6.14

Citrix XenApp Server 5 with Microsoft Windows Server (32-bit and 64-bit R2) Support

for CTI OS 40

7.6.15

Citrix XenApp Server 5 with Windows 7 Support for CTI OS...........................................41

7.6.16

Windows 7 (64-bit) Support for CTI OS ...........................................................................41

7.6.17

CTI OS Agent and Supervisor Desktops ...........................................................................41

7.6.18

Siebel.................................................................................................................................41

7.6.18.1

CTI Driver for Siebel ................................................................................................................. 41

7.6.18.2

Cisco Data Store ........................................................................................................................ 42

7.6.19

CRM Connector ................................................................................................................43

7.6.19.1

CRM Connector for Salesforce.com, PeopleSoft and Microsoft CRM 3.0 ................................ 43

7.6.19.2

CRM Connector for SAP ........................................................................................................... 44

7.6.19.3

CRM Connector Supported Platforms ....................................................................................... 45

7.6.20

Cisco Agent and Supervisor Desktops ..............................................................................45

7.6.21

Cisco Media Blender for Web Collaboration Option .......................................................46

7.6.22

Cisco Unified Web Interaction Manager (Unified WIM) ..................................................46

7.6.23

Cisco Unified E-Mail Interaction Manager (Unified EIM) ..............................................46

7.6.24

Cisco Finesse Server .........................................................................................................46

7.6.25

Cisco Finesse Desktops.....................................................................................................46

SYSTEM SOFTWARE REQUIREMENTS ....................................................................................48

R2 .........................................................................................48

....................................................................................49

R2 ..................................................................................................49

.............................................................................49

....................................................................50

...........................................................................................................52

............................................................................................53

8.8

ERVER

IRTUALIZATION

................................................................................................................54

8.8.1

Virtualization with Media Convergence Servers (MCS) ........................................................54

8.8.2

Virtualization with Cisco UCS ...............................................................................................55

...........................56

APPENDIX A – SERVER CLASSES ..............................................................................................58